1. McGraw-Hill/Irwin ©2003. The McGraw-Hill Companies. All Rights Reserved Chapter 18 The Integrated Gaps Model of Service Quality Closing the Customer Gap Provider Gap 1: Not Knowing What Customers Expect Provider Gap 2: Not Having the Right Service Quality Designs and Standards Provider Gap 3: Not Delivering to Service Standards Provider Gap 4: When Promises Do Not Match Performance Putting It All Together: Closing the Gaps

2. McGraw-Hill/Irwin ©2003. The McGraw-Hill Companies. All Rights Reserved Objectives for Chapter 18: The Integrated Gaps Model of Service Quality To overview the framework of the book and the gaps model of service quality To identify the factors responsible for each of the gaps.

3. McGraw-Hill/Irwin ©2003. The McGraw-Hill Companies. All Rights Reserved Perceived Service Expected Service CUSTOMER COMPANY Customer Gap GAP 1 GAP 2 GAP 3 External Communications to Customers GAP 4 Service Delivery Customer-Driven Service Designs and Standards Company Perceptions of Consumer Expectations Figure 18.1 Gaps Model of Service Quality

4. McGraw-Hill/Irwin ©2003. The McGraw-Hill Companies. All Rights Reserved Customer Expectations Customer Perceptions Figure 18.2 Key Factors Leading to the Customer Gap Customer GAP

5. McGraw-Hill/Irwin ©2003. The McGraw-Hill Companies. All Rights Reserved Customer Expectations Company Perceptions of Customer Expectations Figure 18.3 Key Factors Leading to Provider Gap 1 GAP 1

6. McGraw-Hill/Irwin ©2003. The McGraw-Hill Companies. All Rights Reserved Customer-Driven Service Designs and Standards Management Perceptions of Customer Expectations Figure 18.4 Key Factors Leading to Provider Gap 2 GAP 2

7. McGraw-Hill/Irwin ©2003. The McGraw-Hill Companies. All Rights Reserved Service Delivery Customer-Driven Service Designs and Standards Figure 18.5 Key Factors Leading to Provider GAP 3 GAP 3

8. McGraw-Hill/Irwin ©2003. The McGraw-Hill Companies. All Rights Reserved Service Delivery External Communications to Customers Figure 18.6 Key Factors Leading to Provider GAP 4 GAP 4